Searching by groups of users

RT Users
1

Hello,

We are trying to construct saved searches at my workplace that
delineate what needs attention and what does not more clearly than
just the ticket status (new, open, etc.) So, I am trying to create a
search of tickets that require attention, which will include all new
tickets as well as any tickets that were last updated by someone
outside of our group, which is a defined group within RT.

Is this kind of search possible? Or do I simply have to make a large
search with a section of LastUpdatedBy != ‘user1’ OR LastUpdatedBy !
= ‘user2’ OR … for 30 or so users?

Thanks!

-Josh

2

Is this kind of search possible?
Not natively.

Or do I simply have to make a large
search with a section of LastUpdatedBy != ‘user1’ OR LastUpdatedBy !
= ‘user2’ OR … for 30 or so users?
Correct. But you could create a callback that expands ‘LastUpdatedGroup’
into the alternated series of ‘LastUpdateBy’. Which is better depends upon
your Perl/RT-fu, how generic a tool you desire, and how often groups change.

Note that you can also add more status levels.
http://wiki.bestpractical.com/view/CustomStatuses

Use of the priority field might also be a workable alternative.
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